POWWR — Broker360 — Redesigning the quote-to-contract journey for energy brokers

Context

The infrastructure layer behind deregulated energy

POWWR is the infrastructure layer behind the UK and US deregulated energy market — the software that energy brokers and suppliers use to quote, contract, and manage commercial energy deals.

I led design on Broker360, the platform brokers use to run their entire sales cycle: comparing supplier prices, generating quotes, and pushing contracts to signature.

Challenge

One connected journey, fast enough to be chosen

Brokers were working across disconnected tools — spreadsheets for pricing, email for supplier chase-ups, PDFs for contracts — and losing deals to slower-moving competitors as a result. Quote turnaround was measured in hours, not minutes, and contract error rates were high enough to erode broker trust in the platform.

The mandate: design a single connected journey from quote to signed contract, fast enough that brokers would choose it over the spreadsheet they'd built themselves.

Approach & Process

Designing for skeptical, expert users

I ran the discovery phase with brokers directly — shadowing live quoting sessions to see where they dropped out of the tool and back into email or Excel. That surfaced one clear insight: brokers didn't trust the platform's numbers enough to skip their own manual check. Every workflow decision after that was designed to close that trust gap — surfacing pricing provenance inline, not burying it in a tooltip.

From there: low-fidelity flows tested with a broker advisory panel, a working prototype validated against real quote scenarios, then a phased rollout starting with the highest-volume broker accounts so we could fix friction before it hit the full base.

Impact

Adopted as the default, not the fallback

Brokers moved their full quoting workflow into Broker360 rather than treating it as a fallback tool. Quote turnaround dropped from hours to minutes, contract error rates fell sharply enough to change how the supplier-side team talked about the product internally, and broker retention on the platform improved — brokers stopped quietly running deals through legacy spreadsheets on the side.

Learnings & Reflection

Credibility is the harder unlock

The biggest lesson wasn't about the interface — it was about trust debt. Brokers had been burned by inaccurate pricing tools before, and no amount of clean UI fixes that on its own. Design had to earn trust through transparency (showing the “why” behind a number) before it could earn adoption through speed.

That reframing changed how I approach B2B tools for skeptical, expert users more broadly: usability is necessary but not sufficient — credibility is the harder unlock.